Change Mobile Number via CHAT request

CHAT: 

If users request to change their mobile number from old to new : 

1) REQUEST FOR OLD /NEW NUMBERS 

2) INFORM USER EMAIL WILL BE SENT TO REGISTERED EMAIL UNDER OLD ACCOUNT (DO NOT PROVIDE EMAIL ID TO THEM) EG : sanuxxxx@xxxx .com 

Step when sending email to users:- 

When sending an email with the verification questions, please edit the template accordingly. You must check:- 

1) If the user has done e-KYC on the old account? Yes you may ask for IC digit of the last 4 numbers in your first verification question 

2) The second question can be either of these:- 

Choose either on

a) Last visited station

b) Last purchase amount

If there is NO e-KYC on the old a/c , you may ask two verification questions. 

a) Last visited station

b) Last purchase amount

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If the user fails to remember the registered email, FTA must call the user and prompt the verification question. 

You can check other verification questions HERE

If the customer fails all verifications, the request is canceled. Please advise the user accordingly. 

CR: Account & App/ change of mobile no.